Guest Communications Agent

Nemacolin•Wharton Township, PA

3d•Onsite

About The Position

The Guest Communications Agent serves as a central phone and text connection for guests and resort teams, resolving inquiries, requests, and concerns with warmth, efficiency, and attention to detail. The role provides accurate information about accommodations, amenities, dining, spa services, transportation, resort activities, operating hours, and local attractions, while recognizing guest preferences and tailoring interactions to create memorable experiences. The agent coordinates with Housekeeping, Engineering, Food & Beverage, Spa, Transportation, and other resort teams to ensure requests are fulfilled promptly and completely. Responsibilities include entering, tracking, monitoring, and following up on requests through communication and service-management platforms; handling calls, texts, voicemail, and chat in accordance with Forbes-level service standards; supporting service recovery; documenting feedback and guest records; escalating urgent matters appropriately; and maintaining guest confidentiality. This is a fast-paced, high-volume communications role involving frequent collaboration across resort departments. It requires prioritizing multiple communications, maintaining service metrics, participating in training and quality assurance, and supporting emergency communication procedures. The work is primarily sedentary, using a computer and headset for extended periods, with occasional travel throughout the resort. Scheduling is flexible and may include evenings, weekends, holidays, and peak resort periods.

Requirements

High school diploma or equivalent.
One to two years of experience in a call center, hotel operations, front desk, guest services, or a related hospitality environment.
Exceptional verbal communication, active listening, and professional telephone etiquette.
Strong multitasking abilities in a fast-paced, service-focused setting.
Basic computer proficiency and experience using multi-line telephone systems.
Ability to work flexible schedules, including evenings, weekends, and holidays.
Ability to remain seated for extended periods while operating a computer and headset.
Ability to occasionally walk throughout the resort to support operational needs.
Ability to maintain confidentiality and discretion when handling guest information.

Nice To Haves

Experience in a luxury hospitality, resort, or upscale service environment.
Familiarity with PBX, HotSOS, or comparable hospitality communication and service-management platforms.
Multilingual communication abilities.
Experience supporting VIP, high-profile, or discerning guests.

Responsibilities

Serve as a central phone and text connection for guests and resort teams, resolving inquiries, requests, and concerns.
Provide accurate guidance about accommodations, amenities, dining, spa services, transportation, resort activities, operating hours, and local attractions.
Recognize guest preferences, anticipate needs, and personalize interactions throughout the guest journey.
Coordinate with Housekeeping, Engineering, Food & Beverage, Spa, Transportation, and other departments to fulfill guest requests.
Enter, track, monitor, and proactively follow up on guest requests using communication and service optimization platforms.
Handle high volumes of calls, texts, voicemail, and chat while maintaining service standards, composure, professionalism, and care.
Identify opportunities to enhance guest experiences, support service recovery, document feedback, and ensure concerns receive appropriate attention.
Use sound judgment, escalate urgent matters thoughtfully, document interactions accurately, and protect confidential guest information.
Maintain detailed guest records and achieve established service metrics.
Participate in training and quality assurance initiatives and support emergency communication procedures.
Collaborate with operational leaders and resort departments to maintain service continuity.
Prioritize multiple inbound guest and internal communications with accuracy and responsiveness.

Benefits

Paid training and structured onboarding.
Hands-on learning and cross-department opportunities.
Clear pathways for advancement and internal promotion.
Recognition through individual and team honors.
Competitive hourly wages.
Attractive 401(k) program.
Medical, dental, and vision coverage for eligible associates.
Paid time off and holiday compensation.
Discounted associate meals and uniform services.
Savings across resort dining, retail, spa, and activities.
Exclusive access to The Rec Center, The Market, The Pub, and the Wisteria associate community.
Ongoing coaching, training, and development.